Laboratory Customer Service Representative

This position is Onsite. Our office is located at 2800 Marcus Ave, Ste 103, Lake Success, NY 11042.

Optum NY, is seeking a Laboratory Customer Service Representative to join our team in Lake Success, NY. Optum is a clinician-led care organization that is changing the way clinicians work and live.

As a member of the Optum Care Delivery team, you'll be an integral part of our vision to make healthcare better for everyone.

At Optum, you'll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. We believe you deserve an exceptional career, and will empower you to live your best life at work and at home. Experience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country. Because together, we have the power to make health care better for everyone. Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together.

The Laboratory Customer Service Representative serves as a key point of contact for clients, healthcare providers, and internal teams. This role is responsible for managing high-volume incoming calls, coordinating specimen logistics and processing, resolving customer issues, and ensuring accurate documentation while delivering exceptional customer service in a fast-paced laboratory environment.

This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our normal business hours of 9:00 am - 5:00 pm EST / Eastern Standard Time. It may be necessary, given the business need, to work occasional overtime or weekends.

We offer up to 12 weeks of on-the-job training. The hours of training will be aligned with your schedule.

Primary Responsibilities:

• Accurately and efficiently manage a high volume of incoming calls from reference labs and healthcare providers
• Provide accurate, valid, and complete information regarding laboratory services, test requirements, specimen status, and results
• Coordinate logistics for specimen pickups, including scheduling, routing, and resolving transportation issues
• Perform or support specimen processing activities, ensuring compliance with laboratory protocols and quality standards
• Troubleshoot and resolve issues related to specimen handling, labeling, processing, and transport
• Handle customer complaints professionally, offering appropriate solutions and alternatives within established timelines
• Document all customer interactions clearly and accurately in applicable systems; ensure proper follow-up when required
• Maintain strict adherence to laboratory policies, procedures, and regulatory requirements
• Demonstrate the ability to multi-task across multiple systems and responsibilities in a fast-paced environment
• Collaborate with laboratory staff, couriers, and other departments to ensure seamless operations

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED OR equivalent experience
• Must be 18 years of age OR older
• 1+ years of customer service experience with using phones and computers as primary job tools
• Experience with Windows computer applications, which includes the ability to learn new and complex computer system applications
• Ability to work onsite at 2800 Marcus Ave, Ste 103, Lake Success, NY 11042
• Ability to work any of our full time (37.5 hours / week), shift schedules during our normal business hours of 9:00 am - 5:00 pm EST / Eastern Standard Time from Monday - Friday, including the flexibility to work occasional overtime or weekends given the business need

Preferred Qualifications:

• 1+ years of laboratory-related experience
• Knowledge of medical laboratory operations and specimen processing

Soft Skills:

• Strong verbal communication and interpersonal skills
• Ability to multi-ta